Director, Products & Services for Channels

TELUS•Vancouver, BC

About The Position

Create awesome technology solutions for assisted sales channels. Join our team. We are a customer-driven and outcome-oriented team, making things easy to sell for our sales channels. As part of the System Simplification team, we are responsible for delivering System solutions and support an end to end sales rep experience in physical channels. Our team includes a passionate group of technology strategists, product owners, and business analysts. Here’s the impact you’ll make and what we’ll accomplish together The Director of Products & Services for Channels plays a critical, strategic leadership role, operating under the VP of System Simplification. This position is central to enhancing the effectiveness and efficiency of our global sales and support channels through advanced technology solutions.

Requirements

Understanding human behaviors and creating exceptional customer and team member experiences for sales channels, with in-depth experience designing and delivering integrated journeys in complex and matrixed environments.
Framing complex business and customer problems into well-defined technology enablement outcomes for the team to effectively execute against.
Critical problem-solving skills with a reputation for effectively anticipating and assessing risks, persevering through challenges, contingency planning, leading change, and effectively communicating business outcomes to diverse leaders in complex environments.
Cross-functional collaboration, driving decision-making and alignment across business units leveraging feedback from channel and stakeholder teams, including the prioritization of decisions in a matrixed organization to manage high-volume workloads.
Experience in hiring, coaching, and growing top talent while leading and inspiring diverse teams through change and ambiguity.
Experience in strategic and customer-focused roles, ideally within the retail or high tech industries.

Nice To Haves

5+ years in a people leader role, with demonstrated leadership performance and career progression.
Demonstrated experience in driving targets and outcomes, making prioritization decisions and synthesizing information to enable executive decision-making.
Curiosity, adaptability and out-of-the-box thinking, while staying on top of key industry trends around the retail sales landscape and journeys.
Servant leadership who is self-reflective with proven coaching and performance management skills while fostering a continuous improvement and open feedback culture.

Responsibilities

Lead and support a geographically dispersed, global team dedicated to the creation, development, and implementation of best-in-class technology solutions that span a diverse portfolio of enterprise platforms and systems, all aimed at empowering sales channels to optimize the selling process and provide superior support to our global customer base.
Foster deep, collaborative partnerships, acting as the primary liaison between the Channel organization and the Chief Information Officer (CIO) teams to align technology roadmaps with business needs and ensure seamless execution.
Own delivering the best sales rep experience by representing the needs of Channels within the new System Simplification team, including ideation, requirements gathering, overseeing development for operational readiness, and post-launch monitoring for continuous improvement and adoption.
Oversee capital sustainment and strategic portfolio enablement for the extended channel ecosystem, encompassing: CPMS, NCCS, Channel Portal, QSM, Channel Dashboard, and D2C1/Territory Management.
Collaborate with the Chief Information Officer (CIO) to develop short-term delivery plans (in-year) and establish the long-term roadmap and North Star vision (3+ years).
Ensure the successful delivery of new capabilities through rigorous release change management, comprehensive testing, and close collaboration with channel stakeholders.
Lead and provide project enablement support for initiatives impacting the platforms within the portfolio.
Maintain operational continuity ("lights-on" support) for MDU salesforce capabilities, ensuring the support of agreements/contracts and enablement for the CST sales team.
Partner with the MDU team to define a strategic direction and North Star vision for the platform.
Provide support for end-to-end testing across channel sales experiences, encompassing all sales channel personas.
Advocate for the evolution of User Acceptance Testing (UAT) across the various testing teams within the organization, including the transition of increased ownership to Quality Engineering.
Strategically advance the team's capabilities to reduce capital expenditure through 'shift-left' testing, in partnership with the Chief Information Officer (CIO).
Formulate a strategy for simplifying testing automation while preserving the core focus of 'user' testing as distinct from functional testing.
Manage and resolve sales representative ticket submissions, triage issues with platform owners/CIO, and serve as the initial point of contact for sales team support.
Serve as the central point of contact for escalating system issues across all sales channels and assist in prioritizing defects with the platform teams.
Collaborate directly with the CIO reliability team, providing on-call support during incidents, participating in post-mortems, and actively representing all sales channels.
Partner with the Channels business continuity operational team and act as the sole point of contact for system escalations affecting representatives.